What is a customer engagement platform?

A customer engagement platform unifies all the channels customers use — voice, SMS, web chat, WhatsApp, and social — into one shared inbox so agents never lose context across conversations.

Which channels does the shared inbox support?

Voice, two-way SMS and MMS, web chat, WhatsApp Business, Facebook Messenger, Instagram DMs, and email are all supported. Every channel shares the same conversation history and contact record.

How does shared memory work?

When a customer switches channels — say, from SMS to a voice call — the agent sees the full conversation history in one view with no need to ask the customer to repeat themselves.

Are AI-powered replies included?

Yes. AI drafts suggested replies based on conversation context and your knowledge base. Agents can accept, edit, or discard suggestions before sending to the customer.

Does it integrate with CRM?

Softtop syncs two-way with HubSpot and Zoho CRM. Every interaction is automatically logged on the contact timeline, including AI call summaries, transcripts, and message history.

CUSTOMER ENGAGEMENT

Every channel.
One inbox.

Voice, SMS, web chat, and every social channel in one agent view. Shared memory across every past interaction.

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6+ ChannelsShared MemoryCRM Native24/7 Uptime

Unified agent view

All channels · shared memory

5 incoming

Elena R.

Still waiting for the shipping update.

+1 (415) 555-0123

Voice call · 2m 14s · transcript ready

@maxfields

Loved the new colour. Is it restocking?

Visitor · Chicago

Can I upgrade mid-cycle without data loss?

Ryan P.

12m

Thanks — appt confirmed for Thursday.

Shared memory attached · 1,842 past interactionsView history →

· Same Agent Desktop ·

Every channel, same agent desktop.

Voice

SMS & MMS

Web Chat

Instagram

Facebook

Viber

X / Twitter

MS Teams

Voice

SMS & MMS

Web Chat

Instagram

Facebook

Viber

X / Twitter

MS Teams

Built on our AI omnichannel platform · Voice · SMS/MMS · WhatsApp · Instagram · Facebook · Telegram · Viber · X/Twitter · Website chatbot · MS Teams

· CRM Sync, Two-Way ·

Every conversation logs to the right record.

Native two-way sync with your stack. Agents see the full history before they reply.

HHubSpot

ZZoho

PPipedrive

SSalesforce

ZZendesk

Agent Desktop

Full history · every channel

✓ shared memory

Instagram

Facebook

Voice

SMS & MMS

Custom CRMs connect via REST API.

· Workflows That Move the Queue ·

Three rules, faster customers.

Macros & canned responses

One-click replies per channel, per brand.

New agents sound like 10-year veterans from day one. Canned response libraries per channel and per brand. Explore SMS & MMS messaging tools.

Shipping delay

Retail

Refund request

Finance

Password reset

Support

Appt confirmation

Clinics

SLA timers

Queues auto-escalate before SLAs breach.

Configurable first-response and resolution timers. Managers see trouble before the customer emails the CEO.

First response0:48 / 2:00

Resolution18m / 30m

At-risk queueescalating

Skill-based routing

The right conversation lands with the right agent.

Route by product, brand, language, or agent certification — no transfer tag, no tab-switching. See sales team solutions.

Billing · EN

Support · ES

Retention

Sara · 5yBilling

Miguel · ESSupport

Jordan · Tier 2Retention

· Reporting That Answers "Is This Working?" ·

Drill-down dashboards. Drop-off is now visible.

Channel mix

61% / 39%

voice vs digital

CSAT

4.7

+0.3 wk-over-wk

First resp.

1m 08s

-14% this month

Resolution

12m 41s

within 30m SLA

CSAT per agent · last 12 weeks

↑ 0.3

W-11W-8W-4Today

Also explore: Outbound Dialer →

Customer Voices

Teams running every channel from one inbox.

Three CX leaders. One platform. Zero tab-switching.

Thread, Any Channel

"The omnichannel queue handles voice, chat, WhatsApp, and Instagram in one thread. Same agent, same context, no tab switching."

Eric Yamamoto

Head of CX · Ridgeline Ventures

FAQ

Questions, answered.

From channels to multi-brand tenants — the common ones up front.

Which social channels are native?

−

WhatsApp Business, Facebook Messenger, Instagram, Telegram, Viber, and X/Twitter. Plus SMS, MMS, and the website chatbot.

Can agents see past calls when a chat comes in?

Yes. Shared memory attaches every past interaction to the contact record across every channel.

Does it integrate with our CRM?

HubSpot, Zoho, Pipedrive, Salesforce, and Zendesk all have native two-way sync. Custom CRMs connect via REST API.

Can we manage multiple brands in one tenant?

Yes. Each brand gets its own numbers, IVRs, routing rules, and agent groups while sharing a single admin console.

What happens to messages that arrive after hours?

Configurable auto-responses, scheduled callbacks, and chatbot handling keep the customer informed. Every after-hours message queues for morning reply with full context.